HELP DESK TECHNICIAN - HYBRID - A.C. Coy

Location: Hybrid (north of Pittsburgh, PA) 3 days onsite/ 2 days remote

Job Type: Full Time / Contract

Work Authorization: No Sponsorship

The A.C.Coy company has an immediate opening for a Help Desk Technician.  Ideal candidates must have 2+ years of Help Desk experience working for an IT Service Desk.  Experience supporting Windows 11 operating system and M365 applications is required.

• Provide fundamental first-contact IT resolution for all customers in all locations
• Ensure that all hardware and software related problems are identified, logged in the designated tracking system, and the appropriate people notified with the Service Level guidelines
• Troubleshooting issues with supported systems and applications via numerous entry points such as: Service Station walk-up interactions, phone calls, Teams messages, emails, etc.
• Fulfill service requests tasks as assigned to the team’s work queue. Managing and support users throughout the lifecycle of these service requests
• Effectively managing customer expectations and meeting team service goals for both request fulfilment as well as incident resolution
• Generate knowledge base articles and documentation as needed or requested

Education:

• Prior experience with an IT Service Desk or Technical school / associate degree or equivalent experience - Required
• Bachelor’s degree in business, Computer Science, Management Information Systems, or equivalent experience  - Preferred

Experience Required:

• Windows 11 end-user desktop computing environment, concentrating on Microsoft 365 products (excel, Outlook, Teams, Intune, and Azure) - 2+ years
• Experience supporting remote access/VPN users - 2+ years
• Working knowledge of a ticketing tool ex.ServiceNow, Cherwell, etc. - 2+ years
• Understanding of print management, mobility device support, and general systems applications (such as Adobe and other such business-oriented solutions) - 2+ years
• Experience with mobile devices - Preferred
• General understanding of general Network understanding, VMWare and ITIL Framework - Preferred